Problem With Eir Fibre installation

jendoh2602

So I had Eir out today to install Fibre to the home, appointment was made over week ago as the map went LIVE and we were told we could have it installed.
So after about 20 minutes of K&N Engineers working in house and outside of house. Told me it was all installed but not active as there are issues with levels outside and that needs sorted first and who ever gets to activate this house has an easy job, its connect and go. One of the engineers were quite abrupt with me when i said i didnt understand what he meant by levels. Saying its not just you its the whole estate. I asked how long would we be waiting,,,he was like its not just you its the whole estate so about 2 weeks. i was advised my contract would not start till its activated. And that was that they left.
I immediately called Eir and spoke to someone i was told pretty much the same and to call on Thursday or Friday for an update. 
Has anyone had any experience like this?  

eir: Sarah

Hi jendoh2602,

I'm sorry to hear that the engineer spoke to you in an abrupt manner and I will be sure to relay this feedback. Unfortunately in some circumstances unforseen problems can arise at the time of installation which may result in a delay  due to additional works etc It is correct that your broadband contract will not commence until your service activates. Again I do apologise for the inconvenience.

Thanks,

Sarah

jendoh2602

Hi Sarah 

Thank you for response. I completely understand that issues can arise for the engineers during the installation. I am still none the wiser as to what exactly caused the issue, When will it be resolved, How can it be fixed..... nothing.
 
In fact on Eir site once I input my details its says Fibre is available to this house. Also according to Open Eir website, it says Great News Fibre broadband is available at this address. 

It is not Great News because it cannot be connected. Eir is Ireland's No.1 Communication Company, but does no one in Eir, Open Eir, KN  communicate to one another. Because both the websites and Eir Customer Care are telling me I can get fibre to the home (I can order it tonight) but engineers are telling me no. There has been miscommunication somewhere along the line. 

What is the next step? No one has contacted me about my order. Do I just sit and wait? 

eir: Sarah

jendoh2602 wrote: »

Hi Sarah 

Thank you for response. I completely understand that issues can arise for the engineers during the installation. I am still none the wiser as to what exactly caused the issue, When will it be resolved, How can it be fixed..... nothing.
 
In fact on Eir site once I input my details its says Fibre is available to this house. Also according to Open Eir website, it says Great News Fibre broadband is available at this address. 

It is not Great News because it cannot be connected. Eir is Ireland's No.1 Communication Company, but does no one in Eir, Open Eir, KN  communicate to one another. Because both the websites and Eir Customer Care are telling me I can get fibre to the home (I can order it tonight) but engineers are telling me no. There has been miscommunication somewhere along the line. 

What is the next step? No one has contacted me about my order. Do I just sit and wait? [/quot

If you would like to PM me with your order reference or account details I will look into this to try gain some clarity on what the exact issue is.

Thanks,

Sarah

babi-hrse

From the sounds of it they mean the signal from the distribution point isn't within tolerance.
They basically did the job on the assumption that everything would be ok at the distribution node on the pole. When this turned out not to be the case it became a job to get the network end to fix the dp.
So they did all the physical work.
After the dp issue gets resolved then the tech can come back and activate it without so much as having to touch the cable. Your talking about 10-20 minutes work

babi-hrse

babi-hrse wrote: »

From the sounds of it they mean the signal from the distribution point isn't within tolerance.
They basically did the job on the assumption that everything would be ok at the distribution node on the pole. When this turned out not to be the case it became a job to get the network end to fix the dp.
So they did all the physical work.
After the dp issue gets resolved then the tech can come back and activate it without so much as having to touch the cable. Your talking about 10-20 minutes work

Levels = decibels of light transmittance.
If the dp isn't within acceptable levels it won't work properly. 
They send a crew out to check splitters and repeaters and get it to acceptable levels.

jendoh2602

Hi there,

I haven't received any response to my message here - why is that?

I contacted Eir on Thursday 13th Sept through the customer service team and was told that the problem was resolved with the cabinet and that I should be receiving a call from K & N to organize re-installation.

I then contacted K & N directly on Friday 14th and was told they would NOT be organizing a re-installation as they do not deal with customers and directly transferred to EIR customer service.

I was transferred to the wrong department who abruptly transferred me back to Eir Customer Service.

While on the phone to the Customer Service Rep I was told the problem with the cabinet had NOT been resolved and no re-installation could be booked as yet.

When I asked when I could expect a date for re-installation I was told to "ring back on Monday" as the "people who deal with workbooks" were not in the office and a date for the cabinet fix could not be given.

At this point, I find the service EIR, OpenEir, K & N and whoever else is "organizing" the installation of FTTH thoroughly pathetic - every single person I have spoke too, including yourself, has not been able to even come close to providing some form of idea when this might be resolved.

My husband is in the final stages of an interview process for a Work from Home job which will let him support my youngest daughter who has autism and ... your complete inadequacy at providing a date when we might get an installation for FTTH and replace the Internet speeds we get at the moment (which aren't even fit to be called dial up) are putting his job opportunity in jeopardy!

Even today, I can go on the Eir website and be told that I can get FTTH ... I cannot believe you are still allowing people in my area to sign up to a contract when its clear there is a problem that you have not fixed!

I have even had a Vodafone Sales rep call to the door this week, trying to sell me FTTH.

The lack of any ownership by anyone in this process has been disgusting.

I had to take a day off work for the initial installation and have now made numerous phone calls that have given me the complete run around - if this is the way you treat your customers I'm not surprised that you have messages all over your website telling everyone you have "higher than normal wait times"!

Again, I am ONLY asking for a date when this might be fixed and an idea of an installation date - this will let my Husband tell his prospective new employers when his internet speed will increase, which if hopefully soon will not impact his ability to get this new job and offer an invaluable amount of support to looking after our youngest daughter.

So you have the information, I have also sent this complaint to Comreg via email. 

I await your response.

RobiePAX

I truly hope Eir will sort out your issue soon. It clearly sounds that someone needs to be fired that doesn't know how things work within company that you were redirected back and forth with contradicting information...

eir: Tracey

jendoh2602 wrote: »

Hi there,

I haven't received any response to my message here - why is that?

I contacted Eir on Thursday 13th Sept through the customer service team and was told that the problem was resolved with the cabinet and that I should be receiving a call from K & N to organize re-installation.

I then contacted K & N directly on Friday 14th and was told they would NOT be organizing a re-installation as they do not deal with customers and directly transferred to EIR customer service.

I was transferred to the wrong department who abruptly transferred me back to Eir Customer Service.

While on the phone to the Customer Service Rep I was told the problem with the cabinet had NOT been resolved and no re-installation could be booked as yet.

When I asked when I could expect a date for re-installation I was told to "ring back on Monday" as the "people who deal with workbooks" were not in the office and a date for the cabinet fix could not be given.

At this point, I find the service EIR, OpenEir, K & N and whoever else is "organizing" the installation of FTTH thoroughly pathetic - every single person I have spoke too, including yourself, has not been able to even come close to providing some form of idea when this might be resolved.

My husband is in the final stages of an interview process for a Work from Home job which will let him support my youngest daughter who has autism and ... your complete inadequacy at providing a date when we might get an installation for FTTH and replace the Internet speeds we get at the moment (which aren't even fit to be called dial up) are putting his job opportunity in jeopardy!

Even today, I can go on the Eir website and be told that I can get FTTH ... I cannot believe you are still allowing people in my area to sign up to a contract when its clear there is a problem that you have not fixed!

I have even had a Vodafone Sales rep call to the door this week, trying to sell me FTTH.

The lack of any ownership by anyone in this process has been disgusting.

I had to take a day off work for the initial installation and have now made numerous phone calls that have given me the complete run around - if this is the way you treat your customers I'm not surprised that you have messages all over your website telling everyone you have "higher than normal wait times"!

Again, I am ONLY asking for a date when this might be fixed and an idea of an installation date - this will let my Husband tell his prospective new employers when his internet speed will increase, which if hopefully soon will not impact his ability to get this new job and offer an invaluable amount of support to looking after our youngest daughter.

So you have the information, I have also sent this complaint to Comreg via email. 

I await your response.

Hi jendoh2602, 

Apologies for the delay in getting back to you. 

I'm very sorry to hear about the ongoing issues you are having with your order, I understand this is frustrating. 

Feel free to PM me your account number, full name on the account, email address and date of birth and I'll have a look into this for you. 

Thanks 

Tracey 

jendoh2602

eir: Tracey wrote: »

jendoh2602 wrote: »

Hi there,

I haven't received any response to my message here - why is that?

I contacted Eir on Thursday 13th Sept through the customer service team and was told that the problem was resolved with the cabinet and that I should be receiving a call from K & N to organize re-installation.

I then contacted K & N directly on Friday 14th and was told they would NOT be organizing a re-installation as they do not deal with customers and directly transferred to EIR customer service.

I was transferred to the wrong department who abruptly transferred me back to Eir Customer Service.

While on the phone to the Customer Service Rep I was told the problem with the cabinet had NOT been resolved and no re-installation could be booked as yet.

When I asked when I could expect a date for re-installation I was told to "ring back on Monday" as the "people who deal with workbooks" were not in the office and a date for the cabinet fix could not be given.

At this point, I find the service EIR, OpenEir, K & N and whoever else is "organizing" the installation of FTTH thoroughly pathetic - every single person I have spoke too, including yourself, has not been able to even come close to providing some form of idea when this might be resolved.

My husband is in the final stages of an interview process for a Work from Home job which will let him support my youngest daughter who has autism and ... your complete inadequacy at providing a date when we might get an installation for FTTH and replace the Internet speeds we get at the moment (which aren't even fit to be called dial up) are putting his job opportunity in jeopardy!

Even today, I can go on the Eir website and be told that I can get FTTH ... I cannot believe you are still allowing people in my area to sign up to a contract when its clear there is a problem that you have not fixed!

I have even had a Vodafone Sales rep call to the door this week, trying to sell me FTTH.

The lack of any ownership by anyone in this process has been disgusting.

I had to take a day off work for the initial installation and have now made numerous phone calls that have given me the complete run around - if this is the way you treat your customers I'm not surprised that you have messages all over your website telling everyone you have "higher than normal wait times"!

Again, I am ONLY asking for a date when this might be fixed and an idea of an installation date - this will let my Husband tell his prospective new employers when his internet speed will increase, which if hopefully soon will not impact his ability to get this new job and offer an invaluable amount of support to looking after our youngest daughter.

So you have the information, I have also sent this complaint to Comreg via email. 

I await your response.

Hi jendoh2602, 

Apologies for the delay in getting back to you. 

I'm very sorry to hear about the ongoing issues you are having with your order, I understand this is frustrating. 

Feel free to PM me your account number, full name on the account, email address and date of birth and I'll have a look into this for you. 

Thanks 

Tracey 

I have sent this as a PM also but posting here for input from anyone and to warn others!

I had a technician was out today because I continually called the Customer Care team last week and was told the problem was resolved on the DP levels end and install could now proceed.

Today, I have taken another day off work today for the all day call and the KN engineer has just been and gone ... and guess what ....  the SAME problem as before, it hasn't been resolved at all!!!

He was disgusted at the poor customer service and the waste of his time as well as my own. He was very apologetic but there was nothing he can do except report on the failed install.

This is absolutely ludicrous at this point - 2 days off work, my husband in limbo about a new job, potential for my daughter to have to go into specialized child care all because you folks cant get anything right.

Literally every time I have contacted Customer Care, I have been told something different, ALL of which is incorrect ... "no one is here that can access the workbooks", "its fixed but let me confirm", "its not fixed", "it is fixed and we can install for you asap" .... its thoroughly ridiculous that no-one seems to have any understanding of whats going on!

Is it your systems? your people don't know what they are doing? the move from Dublin meaning no-one cares anymore? the fact that there are 3 organizations involved in a single process that each can abdicate responsibility?

So I am back to square one.

In the last 3 weeks I have been nothing but fobbed off ... its not hard to figure out that the last person I dealt with at Customer Care didn't want to have the hard conversation and so just booked an install to get me off the phone, that no-one can access workbooks to see if the problem is fixed is ridiculous, that even KN engineers are at the end of their patience with the poor service you are providing and awful communication.

If I didn't HAVE to wait for EIR/Open EIR to resolve this issue you can rest assured there is no way I would be an EIR customer after the way I and by the looks of this board ... MANY others have been treated.

So I ask again ... do you have any clue when this will be resolved?

Jennifer Doherty

EDITED to add the following - just checked on the EIR website and it says that I can get FTTH
with speeds of up to 1000Mb to my home .... erm ... no I can't so you are still mis-selling!

Aaron15

jendoh2602 wrote: »

eir: Tracey wrote: »

jendoh2602 wrote: »

Hi there,

I haven't received any response to my message here - why is that?

I contacted Eir on Thursday 13th Sept through the customer service team and was told that the problem was resolved with the cabinet and that I should be receiving a call from K & N to organize re-installation.

I then contacted K & N directly on Friday 14th and was told they would NOT be organizing a re-installation as they do not deal with customers and directly transferred to EIR customer service.

I was transferred to the wrong department who abruptly transferred me back to Eir Customer Service.

While on the phone to the Customer Service Rep I was told the problem with the cabinet had NOT been resolved and no re-installation could be booked as yet.

When I asked when I could expect a date for re-installation I was told to "ring back on Monday" as the "people who deal with workbooks" were not in the office and a date for the cabinet fix could not be given.

At this point, I find the service EIR, OpenEir, K & N and whoever else is "organizing" the installation of FTTH thoroughly pathetic - every single person I have spoke too, including yourself, has not been able to even come close to providing some form of idea when this might be resolved.

My husband is in the final stages of an interview process for a Work from Home job which will let him support my youngest daughter who has autism and ... your complete inadequacy at providing a date when we might get an installation for FTTH and replace the Internet speeds we get at the moment (which aren't even fit to be called dial up) are putting his job opportunity in jeopardy!

Even today, I can go on the Eir website and be told that I can get FTTH ... I cannot believe you are still allowing people in my area to sign up to a contract when its clear there is a problem that you have not fixed!

I have even had a Vodafone Sales rep call to the door this week, trying to sell me FTTH.

The lack of any ownership by anyone in this process has been disgusting.

I had to take a day off work for the initial installation and have now made numerous phone calls that have given me the complete run around - if this is the way you treat your customers I'm not surprised that you have messages all over your website telling everyone you have "higher than normal wait times"!

Again, I am ONLY asking for a date when this might be fixed and an idea of an installation date - this will let my Husband tell his prospective new employers when his internet speed will increase, which if hopefully soon will not impact his ability to get this new job and offer an invaluable amount of support to looking after our youngest daughter.

So you have the information, I have also sent this complaint to Comreg via email. 

I await your response.

Hi jendoh2602, 

Apologies for the delay in getting back to you. 

I'm very sorry to hear about the ongoing issues you are having with your order, I understand this is frustrating. 

Feel free to PM me your account number, full name on the account, email address and date of birth and I'll have a look into this for you. 

Thanks 

Tracey 

I have sent this as a PM also but posting here for input from anyone and to warn others!

I had a technician was out today because I continually called the Customer Care team last week and was told the problem was resolved on the DP levels end and install could now proceed.

Today, I have taken another day off work today for the all day call and the KN engineer has just been and gone ... and guess what ....  the SAME problem as before, it hasn't been resolved at all!!!

He was disgusted at the poor customer service and the waste of his time as well as my own. He was very apologetic but there was nothing he can do except report on the failed install.

This is absolutely ludicrous at this point - 2 days off work, my husband in limbo about a new job, potential for my daughter to have to go into specialized child care all because you folks cant get anything right.

Literally every time I have contacted Customer Care, I have been told something different, ALL of which is incorrect ... "no one is here that can access the workbooks", "its fixed but let me confirm", "its not fixed", "it is fixed and we can install for you asap" .... its thoroughly ridiculous that no-one seems to have any understanding of whats going on!

Is it your systems? your people don't know what they are doing? the move from Dublin meaning no-one cares anymore? the fact that there are 3 organizations involved in a single process that each can abdicate responsibility?

So I am back to square one.

In the last 3 weeks I have been nothing but fobbed off ... its not hard to figure out that the last person I dealt with at Customer Care didn't want to have the hard conversation and so just booked an install to get me off the phone, that no-one can access workbooks to see if the problem is fixed is ridiculous, that even KN engineers are at the end of their patience with the poor service you are providing and awful communication.

If I didn't HAVE to wait for EIR/Open EIR to resolve this issue you can rest assured there is no way I would be an EIR customer after the way I and by the looks of this board ... MANY others have been treated.

So I ask again ... do you have any clue when this will be resolved?

Jennifer Doherty

EDITED to add the following - just checked on the EIR website and it says that I can get FTTH
with speeds of up to 1000Mb to my home .... erm ... no I can't so you are still mis-selling!

Did you ever get this resolved? I'm having awful hassle at the min, can't get broadband and dunno who to be chasing up.

eir: Kellie

Aaron15 wrote: »

jendoh2602 wrote: »

eir: Tracey wrote: »

jendoh2602 wrote: »

Hi there,

I haven't received any response to my message here - why is that?

I contacted Eir on Thursday 13th Sept through the customer service team and was told that the problem was resolved with the cabinet and that I should be receiving a call from K & N to organize re-installation.

I then contacted K & N directly on Friday 14th and was told they would NOT be organizing a re-installation as they do not deal with customers and directly transferred to EIR customer service.

I was transferred to the wrong department who abruptly transferred me back to Eir Customer Service.

While on the phone to the Customer Service Rep I was told the problem with the cabinet had NOT been resolved and no re-installation could be booked as yet.

When I asked when I could expect a date for re-installation I was told to "ring back on Monday" as the "people who deal with workbooks" were not in the office and a date for the cabinet fix could not be given.

At this point, I find the service EIR, OpenEir, K & N and whoever else is "organizing" the installation of FTTH thoroughly pathetic - every single person I have spoke too, including yourself, has not been able to even come close to providing some form of idea when this might be resolved.

My husband is in the final stages of an interview process for a Work from Home job which will let him support my youngest daughter who has autism and ... your complete inadequacy at providing a date when we might get an installation for FTTH and replace the Internet speeds we get at the moment (which aren't even fit to be called dial up) are putting his job opportunity in jeopardy!

Even today, I can go on the Eir website and be told that I can get FTTH ... I cannot believe you are still allowing people in my area to sign up to a contract when its clear there is a problem that you have not fixed!

I have even had a Vodafone Sales rep call to the door this week, trying to sell me FTTH.

The lack of any ownership by anyone in this process has been disgusting.

I had to take a day off work for the initial installation and have now made numerous phone calls that have given me the complete run around - if this is the way you treat your customers I'm not surprised that you have messages all over your website telling everyone you have "higher than normal wait times"!

Again, I am ONLY asking for a date when this might be fixed and an idea of an installation date - this will let my Husband tell his prospective new employers when his internet speed will increase, which if hopefully soon will not impact his ability to get this new job and offer an invaluable amount of support to looking after our youngest daughter.

So you have the information, I have also sent this complaint to Comreg via email. 

I await your response.

Hi jendoh2602, 

Apologies for the delay in getting back to you. 

I'm very sorry to hear about the ongoing issues you are having with your order, I understand this is frustrating. 

Feel free to PM me your account number, full name on the account, email address and date of birth and I'll have a look into this for you. 

Thanks 

Tracey 

I have sent this as a PM also but posting here for input from anyone and to warn others!

I had a technician was out today because I continually called the Customer Care team last week and was told the problem was resolved on the DP levels end and install could now proceed.

Today, I have taken another day off work today for the all day call and the KN engineer has just been and gone ... and guess what ....  the SAME problem as before, it hasn't been resolved at all!!!

He was disgusted at the poor customer service and the waste of his time as well as my own. He was very apologetic but there was nothing he can do except report on the failed install.

This is absolutely ludicrous at this point - 2 days off work, my husband in limbo about a new job, potential for my daughter to have to go into specialized child care all because you folks cant get anything right.

Literally every time I have contacted Customer Care, I have been told something different, ALL of which is incorrect ... "no one is here that can access the workbooks", "its fixed but let me confirm", "its not fixed", "it is fixed and we can install for you asap" .... its thoroughly ridiculous that no-one seems to have any understanding of whats going on!

Is it your systems? your people don't know what they are doing? the move from Dublin meaning no-one cares anymore? the fact that there are 3 organizations involved in a single process that each can abdicate responsibility?

So I am back to square one.

In the last 3 weeks I have been nothing but fobbed off ... its not hard to figure out that the last person I dealt with at Customer Care didn't want to have the hard conversation and so just booked an install to get me off the phone, that no-one can access workbooks to see if the problem is fixed is ridiculous, that even KN engineers are at the end of their patience with the poor service you are providing and awful communication.

If I didn't HAVE to wait for EIR/Open EIR to resolve this issue you can rest assured there is no way I would be an EIR customer after the way I and by the looks of this board ... MANY others have been treated.

So I ask again ... do you have any clue when this will be resolved?

Jennifer Doherty

EDITED to add the following - just checked on the EIR website and it says that I can get FTTH
with speeds of up to 1000Mb to my home .... erm ... no I can't so you are still mis-selling!

Did you ever get this resolved? I'm having awful hassle at the min, can't get broadband and dunno who to be chasing up.

Hi there Aaron15,


I'm sorry to hear that you are having trouble with your install.


If you could PM me the following account details, I would be more than happy to have a look into this for you.


1) Account number
2) Account name
3) Are you the account holder?
4) Your DOB

5) Your full postal address

~Kellie